A STUDY ON THE CUSTOMER SATISFACTION TOWARDS AMAZON

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A STUDY ON THE CUSTOMER

SATISFACTION TOWARDS AMAZON

(With Special Reference to South Chennai)

Dr. C.VIJAY VISHNU KUMAR,

Assistant Professor in Commerce and Management, Faculty of Humanities and Science,

SRM IST, Chennai – 600 026, Tamil Nadu, India. Vijayvishnukumar.c@vdp.srmuniv.ac.in

R.GOPINATH,

Assistant Professor in Commerce and Management, Faculty of Humanities and Science,

SRM IST, Chennai – 600 026, Tamil Nadu, India. gopi.betee@gmail.com

ABSTRACT

The study focused on the purchasing pattern of the consumers, to evaluate the satisfaction level of services

provided by Amazon, Customer loyalty is usually viewed as the power force of the relationship between the

attitude of individual's relative and repeat patronage. Customer can buy anything from online such as books,

household's product, toys, hardware and software etc. Moreover, in just few decade the internet has become

more popular to Adult and young shopper because the internet offers significant advantages. Customer

loyalty is one of the most over used phrases in business today. For fulfilling these objectives descriptive

research design has been used. The data from 100 respondents have been collected from the area of South

Chennai city. Shoppers can visit web site and shop just sitting in form of computer. Ability of the internet

contains wide range of collecting information, supplying a service or purchasing a product Amazon should

work towards them so that it can increase its customers and finally profit.

Keywords

Customer Satisfaction, Purchasing Pattern, Customer loyality, Amazon

1. INTRODUCTION

The online shopping trend around the world spread very fast. ―The Neilson Company conducted survey in

2010 and polled over 27000 internet user in 55 market from as a in pacific, Europe, middle east, north

America a to look at how consumers shop online‖(Neilson, 2010). Globally online shopping is made on

books and cloths as per survey data. Most people are interested to purchase and bought usually books and

cloths. Alternative names are: e-web-store, e-shop, e-store, internet shop, web-store, online store, online

storefront and virtual store. Mobile commerce (or m-commerce) describes purchasing from an online

retailer‘s mobile optimized online site or app. Internet makes life simple and innovative. People are doing

business online and trade has become more easy and fast. Internet provides new ways to promote business.

Website becomes the essence of online business as to show their services and products. Internet gathers all

competitors and consumers in one place. It brings new lane to promote, advertise products and services in

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purchasing online within their range of budget at home or in anywhere. Online consumers don‘t have limits

to online shopping. They also use internet for comparison of prices of goods and services, news, visit social

networks and search information and so on. Online shopping behaviors depends upon factors such as

shopping motives, personality variables, internet knowledge and experience and last factor of shopping

incentives ,etc,. The main purpose of this research is to analyse online consumer behaviour in a systematic

way. What factors affect online shopper while making the decision to buy goods and services from internet,

to buy more items and give information about the product from website. Online shopping is the process of

buying goods and services through internet. Since the development of World Wide Web, retailers sought to

sell their goods and services through internet.. It offers you to Access to products and services which are not

handy in local market. Online shopping is described as a computer activity performed by a consumer via a

computer based interface, where consumer's computer is connected to retailer's digital storefront through a

network (Haubl & Trifts, 2000).

2. REVIEW OF LITERATURE

Wilson, Zeithaml, Bitner & Gremler’s （2008）view, the marketing is not like the traditional marketing anymore. It has turned into relationship marketing now which means customers also involve the whole business process. Who should take their customers into consideration and know what customers really needs (Wilson et al., 2008).

Oliva, Oliver & MacMillan (1992), primarily proposed the theory of “expectation inconformity”, that is, when the goods' practical situation is beyond their expectation the customers will feel satisfied. However, contemporarily come up with that the products and service quality will also directly affect the customers' Satisfaction.

Lee & Lin (2005) identified the main factors influencing the customer perception of the e-service quality online shopping: website design (degree of users friendliness), reliability (reliability and security), responsiveness (responsiveness and helpfulness), trust (trust and mechanisms provided by a website), and personalization (differentiating services to satisfy specific individual needs).

3. OBJECTIVES OF THE STUDY



To study about customer satisfaction towards amazon.





To identify the offers and replacement.

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To identify what type of product are sold in amazon.

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To determine the impact of factors towards online shopping experience of amazon

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To know the price level issued by the amazon

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4. NEED FOR THE STUDY

To know the customer satisfaction and the services done by the amazon to capture the

customer and to determine the offer and discount issued by the amazon to attrack the

customer and to know the preference level of the customer towards amazon.

5. SCOPE OF STUDY:



The aim of the study is to know about the customer satisfaction

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

This study is to know how much the customer satisfied with the product offered by

amazon





Customer satisfaction towards offers, discount, replacement, interest, and trust will

be the main study of this project.

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5. LIMITATIONS OF THE STUDY:



The answer to the questionnaire largely depends upon the mind setup of the

respondents

.

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

Respondent’s opinion may not be free from bais.

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

The sample size was limited to 100.

6. RESEARCH METHODOLOGY

DESCRIPTIVE RESEARCH:

Descriptive research includes surveys and fact findings enquiries of different kinds. The major

purpose of descriptive research is description of the state of affairs as it exists at present. In social science

and business research we quite often use the term Ex Post Facto Research for descriptive research studies.

The main characteristics of this method are that the researcher has no control over the variables; he can only

report what has happened or what is happening. Most ex post facto research projects are used for descriptive

studies in which the researcher seeks to measure such items as, for example, frequency of shopping,

preferences of people, or similar data. The methods of research utilized in descriptive research are survey

methods of all kinds, including comparative and correlational methods.

DATA COLLECTION:

a) PRIMARY DATA:

The primary data are those which are collected afresh and for the first time, and thus

happen to be original in character.

b) SECONDARY DATA:

The secondary data, on the other hand, are those which have already been

collected by someone else and which have already been passed through the statistical process.

SAMPLING

Sampling may be defined as the selection of some part of an aggregate or totality on the

basis of which a judgement or inference about the aggregate or totality is made. In other words, it is a

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SAMPLING SIZE

 Direct questionnaire method was used to identify the sample for this study 100 sample from customers.

SIMPLE RANDOM SAMPLING:

Simple random sampling is the method of sample selection. which gives each possible sample combination

an equal probability of being picked up and each item in the entire population to have equal chance of being

included in the sample.

QUESTIONNAIRE DESIGN:

TOOLS APPLY:

The questionnaire was conducted by 20 questions framed according to objectives of the study; it is a closed ended model

Particulars Categories Frequency Percent Cumulative Percent

Age 15-25 36 36.0 36.0

26-35 20 20.0 56.0

36-45 36 36.0 92.0

Above 45 8 8.0 100.0

Gender Male 46 46.0 46.0

Female 54 54.0 100.0

Occupation Self Employed 36 36.0 36.0

Professional 12 12.0 48.0

Salaried 30 30.0 78.0

House Wife 6 6.0 84.0

Student 16 16.0 100.0

Total 100 100.0

Preference on Online Shopping Yes 100 100.0 100.0

Frequency of Purchase from Online Purchasing

Weekly 23 23.0 23.0

Monthly 41 41.0 64.0

Occasionally 36 36.0 100.0

Source: Primary Data

It is observed from the above table that majority of the respondents are from 15-25 years and 36-45 years age group.

They each account for 36 percent of the total respondents. Male respondents were slightly more than female respondents with 54

respondents and 46 respondents. Based on the occupation self-employed respondents dominated rest of the respondents. All the

respondents preferred to use online shopping. The occasional purchasers were 36 percent, monthly purchasers were 41 percent

and weekly purchasers were 23 percent.

Preference on Flipkart Online Shopping

Yes

100 100.0 100.0

Medium through which Flipkart got introduced

Advertisement 30 30.0 30.0

Internet 36 36.0 66.0

Neighbors 14 14.0 80.0

Friends/Relatives 20 20.0 100.0

Product Purchased from Flipkart

Clothing, Shoes & Jewellery 34 34.0 34.0 Electronics & Computers 36 36.0 70.0 Healthy & Beauty Products 22 22.0 92.0

Others 8 8.0 100.0

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Frequent Buyer of Flipkart Yes 66 66.0 66.0

No 34 34.0 100.0

Total 100 100.0

Discount Offered Weekly 22 22.0 22.0

Monthly 36 36.0 58.0

Daily 8 8.0 66.0

Festival Season 34 34.0 100.0

Value of Purchase in a Year Below 1000 32 32.0 32.0

1000-3000 33 33.0 65.0

3001-5000 31 31.0 96.0

Above 5000 4 4.0 100.0

Problems Faced Out of Stock 20 20.0 20.0

Payment Issues 16 16.0 36.0

Replacement Issues 4 4.0 40.0

Delay in delivery 36 36.0 76.0

No issues 24 24.0 100.0

Mode of Payment on Flipkart Credit/Debit Card 32 32.0 32.0

Cash on delivery 48 48.0 80.0

EMI 18 18.0 98.0

Gifts of Product 2 2.0 100.0

Availing Offers from Flipkart Yes 30 30.0 30.0

No 70 70.0 100.0

Replacement of Flipkart Products

Yes 34 34.0 34.0

No 66 66.0 100.0

Reasons for preferring Flipkart Fast Delivery 52 52.0 52.0

Easy Payment 14 14.0 66.0

Quality & Quantity 13 13.0 79.0

Time Saving 21 21.0 100.0

Delivery on mentioned date Perfectly Same 47 47.0 47.0

Same 20 20.0 67.0

Almost Same 17 17.0 84.0

Different 16 16.0 100.0

Delivery of the ordered products

Mentioned Date 49 49.0 49.0

Before Mentioned Date 28 28.0 77.0

After Mentioned Date 23 23.0 100.0

ANOVA OF GENDER AND RELIABILITY ON FLIPKART

Gender N Mean Std. Deviation

Male 46 3.717 .9108

Female 54 4.000 .8687

Total 100 3.870 .8950

Particulars Sum of Squares df Mean Square F Sig.

Between Groups 1.984 1 1.984 2.514 .116

Within Groups 77.326 98 .789

Total 79.310 99

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ANOVA OF GENDER AND SATISFACTION ON REPLACEMENT

Gender N Mean Std. Deviation

Male 46 4.609 .4934

Female 54 4.519 .5043

Total 100 4.560 .4989

Between Groups .202 1 .202 .810 .370

Total 24.640 99

It is observed from the above table that F value (0.810) is not statistically significant at five percent level which indicates that there is no internal difference among male and female respondents towards satisfaction towards replacement by flipkart.

ANOVA OF AGE AND RELIABILITY ON FLIPKART

Age N Mean Std. Deviation

15-25 36 3.750 .9373

26-35 20 4.000 .8584

36-45 36 4.000 .7928

Above 45 8 3.500 1.1952

Total 100 3.870 .8950

Between Groups 2.560 3 .853 1.067 .367

Total 79.310 99

It is observed from the above table that F value (1.067) is not statistically significant at five percent level which indicates that there is no internal difference among various age group respondents towards product reliability on flipkart.

ANOVA OF AGE AND SATISFACTION ON REPLACEMENT

Age N Mean Std. Deviation

15-25 36 4.583 .5000

26-35 20 4.700 .4702

36-45 36 4.500 .5071

Above 45 8 4.375 .5175

Total 100 4.560 .4989

Between Groups .815 3 .272 1.095 .355

Total 24.640 99

It is observed from the above table that F value (1.095) is not statistically significant at five percent level which indicates that there is no internal difference among various age group respondents towards satisfaction on replacement.

7. FINDINGS &SUGGESTIONS

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 It is observed from the above table that F value (2.514) is not statistically significant at five percent level which indicates that there is no internal difference among male and female respondents towards product reliability on Flipkart.

 The amazon e-commerce sites should takes the primary issues really serious as well as the delivery of product with better return policies to make themselves credible before the eyes of the customer.

 Consumer should be educated on online shopping procedures with proper steps to be followed while online shopping

 Can make very delivery to all priced product

 Amazon focused on the review given by customer for changes begin the product

 The Amazon should add some offers with the products is every quartes so as to gain more and move no of customers

 If amazon would provide different designs to variety of products, they can gain more no of customers and can easily satisfy them

 The amazon is making tremendous mark among the customer, because whatever the product is their packing will obviously safe and secure, so they can maintain it for ever, to retain customer.

8. CONCLUSION

A Study on online shopping is a new technology that has been created along with the development of the Internet. The study consisted with the aspects in which customers of Amazon are satisfied and the Customer satisfactions of the sites. The innovative thinking of online shopping sites to reach more and more consumers is appreciable. They increased their network as much as possible with ultimate aim of reaching more and more customers. Based upon customer‟s survey, However, Amazon satisfies the customer in the aspect of quality of products

9. REFERENCE

1. Sharma, Mittal. Prospects of e-commerce in India, Asian Journal of management and research. 2009; 3(2):396-408. 2. 2. Chinting S. The Effect of Internet Marketing on Organizational Commitment: Job. 2010.

3. 3. Kanwal Gurleen. Customers Perception Towards online Shopping-The case of Punjab, International journal of management & information Technology. 2012; 1(1):6.